“You are a unique person, just like everybody else!!” – Warren Miller
The differences which make us unique and special also make it inevitable that at some point there will be a conflict, clash or situation arise in the work environment. If these situations are not handled quickly and properly, they can escalate, fester, cause disengagement, absenteeism or even quit.
There is a simple 5-step method you can use for a consistent and thorough approach which will allow you to be more effective as a people leader. You will find this method works not only in work, but also in personal situations.
Step 1: Determine the objective. This is a critical step to ensure a successful outcome, but usually it is overlooked. We just tend to jump right into the situation and never establish an end goal. Stephen Covey says, “Start with the end in mind.” This is true even when you are dealing with a people situation. It can be as simple as, ‘get to the root cause of the argument so the employees can resolve and work together.’ It could be something like, ‘investigate the matter at hand to determine needed steps to resolution or discipline.’ The point is you need to think about the desired end result.
Step 2: Get the facts. You have to make sure you have the whole story. Never make assumptions. Review any records or documentation available, and decide what rules, policies or customs apply to the situation. You will need to talk to the individuals directly or indirectly involved in the matter as there is always more than one side to the story.
It is important to get their opinions and feelings in addition to any facts they have. Ultimately what a person thinks or feels becomes a fact to them so it is important to learn as much as possible about the situation from all perspectives. This will allow you to get the whole story. Getting the whole story may mean you have to speak with one or more of the people multiple times to clarify what you may have learned after you spoke to them initially.
Step 3: Evaluate and Decide. Here is where you take the whole story and start fitting the facts together and consider their bearings on each other like a jig saw puzzle. Remember to not jump to conclusions along the way. Only after you have completed the full puzzle can you start to come to a conclusion.
Once you have reached a conclusion about the situation then list out possible actions. Literally write them down and work through them.
Really brainstorm all possible actions so you can effectively weigh them out and determine the best course of action. For example, it could be: not do anything about the situation; coach the individuals; set them down together and talk about it; formally write them up; or terminate them. The point is to list all possible actions even if you don’t think it is the right action.
You will need to keep your objective in mind when determining the correct action to take, check practices and policies, and take into account the possible effect on the individual, group and the business.
Step 4: Take Action. Now that you have determined the correct action, now action must be taken. You need to determine if it is you to handle it yourself or if it should be someone else or maybe you need help in delivering it. Just keep in mind that you should not ever pass the buck if it should be you just because it is a touch conversation to have. For my tips on how to effectively have a touch conversation click here. You also need to be aware of the timing of your action.
Step 5: Check results. Determine how often and how many times you need to follow up after the action is completed. Look for changes in output, attitudes and relationships. Did the action help? If yes, then confirm the outcome accomplished the initial objective. If no, then you will need to go back to the first step and work through it again until you get the results needed to meet the objective.
I would recommend utilizing this 5-step method by working through it on paper as this is a skill and acquiring skills take practice. Once you get more comfortable with the thought process, you will find you can work through it pretty quickly without the need to manually write it out. The key is to follow each step every time to ensure you are delivering a consistent process. This will increase your credibility as a leader.
Be Great…Today!
Brandon Brazeel, MBA, SPHR, SHRM-SCP